How to Release a Customer from a Reseller Account

If a customer of a reseller wishes to manage his or her own products directly, it is possible for the reseller to release them as a customer.


Please note that it is not possible to release a customer but not their products. Releasing a customer will also release all their products in addition to their account, so neither the customer nor their products will be managed through your reseller organization any longer.

Since your reseller organization will no longer manage your customer’s domains, their domains must be otherwise shared with you for you to continue to access them. You can receive access to these domains in the following ways:

  • Use quickshare to share the domain with your personal Gandi account before releasing a customer.

  • Ask the customer to log in and share their domains with you after you have released the customer.


Make sure to check that the contact information for your customer is correct before releasing. The email inviting the customer to claim their account will go to the email we have on file. Also, if the customer wants to import their products into an existing Gandi account, the contact information must match the existing account.

If you have listed yourself as the administrative, technical, or billing contact for the domain, you may want to update these contacts before you release your customer, since you will not be able to once the release is complete.

You can release a customer by following these steps:

  1. Log in to your Gandi account.

  2. Select “Organizations” from the left menu.

  3. Select your reseller organization from the list.

  4. Go to the “Customers” tab.

  5. Find the customer you wish to release. We highly encourage you verify the customer’s contact information is correct before proceeding.

  6. Click the three blue dots on the right of the customer’s name.

  7. Select “Release” from the list.

  8. Confirm on the following page by selecting “Release.”

When you choose this action, we will send the customer an email that contains an explanation and instructions on how to proceed to manage their own account.

The customer will be able to either make a new Gandi account or import the products into an existing account. If the customer wants to import products into an existing account the contact details must match. If the customer wants to import products into an account with different contact details, they should create a new account, then initiate a change owner process.